Deskripsi Pekerjaan
Are you a passionate leader looking to make a tangible impact in a dynamic customer service environment? Valor Global, Inc. is seeking a highly skilled Coach to lead and develop our customer service teams. In this pivotal role, you will be responsible for driving performance excellence, mentoring staff, and fostering a culture of continuous improvement.
We pride ourselves on a supportive workplace culture and are looking for someone who can inspire their team to achieve their full potential. As a Coach, you will have the unique opportunity to shape careers, ensure our customers receive the highest level of service, and contribute to the overall success of the organization.
This is a fantastic opportunity for career growth within a stable and expanding company. You will work in a collaborative environment where your leadership skills will be valued and rewarded.
Tanggung Jawab
- Lead & Develop: Mentor and coach customer service representatives to improve performance metrics and enhance customer satisfaction scores.
- Performance Monitoring: Analyze team performance data, call recordings, and feedback to identify areas for improvement and provide constructive coaching.
- Training: Conduct regular training sessions, product knowledge updates, and soft skills workshops to keep the team informed and motivated.
- Process Improvement: Collaborate with management to optimize workflows and implement best practices for operational efficiency.
- Team Culture: Foster a positive, supportive, and high-energy work environment that encourages collaboration and open communication.
- Goal Achievement: Work closely with team leads to set clear goals and track progress toward monthly and quarterly targets.
Kualifikasi
- Experience: Proven experience in a customer service or call center environment, with at least 2-3 years in a coaching or leadership role.
- Communication: Excellent verbal and written communication skills, with the ability to deliver clear instructions and feedback.
- Leadership: Strong leadership abilities and the capacity to motivate and inspire a diverse team of agents.
- Problem Solving: Ability to identify root causes of performance issues and implement effective solutions.
- Education: Bachelor's Degree in any field, or equivalent professional experience.
- Adaptability: Ability to thrive in a fast-paced environment and handle high-pressure situations with professionalism.